Service Level Policy

Service Levels Policy 

1.     Eligible Accounts

Only full Accounts in good standing are eligible for service levels. Service levels do not apply to products prohibited by our Acceptable Use Policy. We offer service levels for Setia Services only. Service levels can be suspended, modified or revoked at our sole discretion given at least 14 days advanced notice. Exclusions and Limitations

Service levels do not apply to, 

•       shipments that are made while your Account is not funded or on hold; 

•       shipments that include any items not currently in stock; 

•       freight or 3rd party carrier Account shipments; 

•       international shipments, or shipments crossing a national border; 

•       carrier label printing being unavailable due to events outside of Setia control, 

•       inventory improperly labelled by merchant or improperly described in the Setia system; 

•       orders in excess of the warehouse specific daily trend average for a customer, absence of customer’s notification to Setia, and Setia’s receipt of, at least 1 week in advance that there will be a volume spike, 

•       merchants that have been excluded from service levels specifically by Setia and at Setia’s sole discretion; 

•       does not apply to shipments which are delayed due to causes beyond Setia’s control, including but not limited to, the following: Acts of God, failure or unavailability of any third-party system outside of Setia’s direct control that results in our inability to rate and communicate orders to the warehouses, riots, strikes or other labour disputes, civil commotions, natural disasters, terrorism, weather phenomena, government lockdown implementation and/or disruptions in air or ground transportation networks, 

•       Shipments made during excluded dates. Excluded dates include (i) warehouse holidays (ii) “Peak Season” dates. During Peak Season dates Setia will endeavour to maintain our shipping service level; however, we cannot offer the service level guarantees due to unforeseeable spikes in merchant shipping volume. 

2.     Shipment Accuracy 

a.     Shipping Accuracy Level: This applies only to eligible Accounts in Good Standing where no exclusions or limitations are present. Shipping accuracy depicts that Setia shall ship the inventory as requested in the order to the address you specify. 

b.     Remedy: Should the shipping accuracy level were not met, then Setia shall ship any available replacement merchandise via the same shipping method as the original shipment with shipping costs paid by Setia, and credit your Account for an equal number of item picks as the original order requested.

Setia shall not be liable for lost product, loss of business or consequential or

incidental damages to the shipment. Setia shall not be liable for shipping errors by third party shippers. 

c.     Limitations: Shipping accuracy does not constitute that Setia shall ship every order with the exact carrier you have selected as carriers, as sometimes there could be changes in service level or carrier's systems were not available and Setia may fail-over to a similar carrier in order to ship the inventory as quickly as possible. Shipping accuracy also does not constitute that the final shipping price will match exactly with the rate initially displayed as these terms detailed that all shipping rates displayed are estimated until final carrier bills are received. Shipping accuracy does not mean that the inventory will arrive to the end recipient on a timely manner or undamaged. 

3.     Same Day Shipping 

a.     Service Level. Orders sent to the warehouse by 10:00 am local warehouse time will be available for carrier pick-up the same day. Orders sent to the warehouse after 10:00 am will be deemed as next day pick-up by courier. Customers shall specifically set Account, order and shipping preferences in their Account to participate. 

b.     Remedy. Should an order be sent to the warehouse by 10:00 am local time, and we do not ship in the time period defined herein we will review and at our discretion shall ship out at the next available slot from courier.

c.     Limitations. This service level applies only to eligible Accounts in good standing that no exclusions or limitations are present. Same Day Shipping is specifically excluded on weekends, holidays and Peak Season dates described in Service Level Exclusions above. In some cases, carrier tracking numbers do not go-live until after the shipment has been handed to the carrier, as such tracking number availability or ship times as reported by the carrier are not determinations of shipment. 

4.     48-Hour Shipment 

a.     Service Level. For orders submitted to the warehouse past the cut-off for Same Day Shipping, all orders will be shipped within a 24 hour time period as defined below. 

b.     Remedy. If we do not ship in the time period defined herein we will credit your Account the item handling/picks back within 7 days after you notify Setia of the missed time-line. 

c.     Limitations. This service level applies only to eligible Accounts in good standing when no exclusions or limitations are present. The 24 hour time period is defined as the time the order is submitted to the warehouse to the time that the order is ready for pickup excluding weekends, and Public holidays and Peak Season dates described in Service Level Exclusions above.

In some cases, carrier tracking numbers do not go live until sometimes after the shipment has been handed to the carrier, as such tracking number availability or shipments as reported by the carrier are not determined by of ship levels status.

5.     Service Level Claims

To make a claim under one or more of the Service Levels, your Account must be in good standing and no exclusions must be present. 

Disputes Policy 

1.     Errors and Unauthorized Transactions 

•       Notifying Setia of Errors and/or Unauthorized Transactions. To notify us if you believe there has been or will be an error or Improper Account Access on your Account, contact us via email to support@setia.com.my

•       Review of Reports of Errors and/or Unauthorized Transactions. We will advise you of the results of our investigation within 10 Business Days after we receive your notice. If we have made an error, we will correct it promptly. If we need more time, however, we may take up to 45 Days to investigate your complaint or question. If you initially provided information to us via the telephone and we do not receive your complaint or question in writing within 10 Business Days after your oral notice, we are not required to provisionally re-credit your Account. 

2.     Investigating Disputes

At the end of our investigation, we will advise you of the results within 3 Business Days. If we determined that there was no error, we will send you a written explanation and we may debit any provisional credit.

3.     Errors

If we discover a processing error, we will rectify the error. If the error resulted in our not completing a shipment with the proper quantity, we will reship the additional items at no charge, unless: 

•       inventory not being available due to inventory count inaccuracies. 

•       Circumstances beyond our control (such as fire or flood or loss of Internet connection) prevented the transaction, despite our reasonable precautions. 

4.     Resolving Receiving Problems

Receiving problems must be resolved through inbound shipping insurance. In the event of inventory loss due to inventory count inaccuracies, inaccurate inventory counts during receiving or if there is any discrepancy between what is expected, and what is actually received, you agree that filing a claim with your inbound shipping insurance provider is your only recourse, and that Setia has no liability therefore. A discrepancy may be in quantity, condition of merchandise, or otherwise. 

5.     Resolving Shipping Problems

Shipping problems for loss or damage must be resolved through outbound shipping insurance. Once a tracking number is listed in your Account, you agree that your only recourse for loss or damage is to file a claim with Setia’s designated outbound insurance provider, and that Setia has no liability therefore. In the event a shipment is mislabelled, or mis-shipped and consignee receives incorrect merchandise, Setia will at its discretion issue a call tag at no charge or credit your Account for the estimated cost of a return shipping label, provided that Setia is notified within 30 days of shipment. It is your responsibility to ensure the inventory is returned. If the consignee fails to return the inventory, Setia’s maximum liability shall be as stated in our Terms, and Setia shall have no liability for damages due to the consignee’s acceptance or use of the inventory. Orders are no longer editable or cancellable when they are outbound and delivery out from warehouse. It is your responsibility to manage Orders, and hold, edit or cancel Orders prior to submission to a warehouse. If Setia, at its sole discretion, attempts to edit or cancel an Order on your behalf after submission to a warehouse, this effort is done on a best effort basis, and may result in the Order being reported late shipment but still shipping out. Setia reserves the right to edit dimensions and weight at its discretion, in Order to ensure accurate shipping fees are billed to your Account. Setia is only an agent of outbound shipping services. Third parties that handle outbound shipping are independent of Setia. Setia is in no way liable for outbound shipping. 

5. Resolving Product and Packaging Problems

Inventory and packaging-related problems must be resolved through the manufacturer. If there is a problem with your inventory or packaging, you agree that filing a claim with the product’s manufacturer is your only recourse, and that Setia has no liability therefore. Setia recommends new merchants send samples to themselves before shipping to their customers, to confirm there are no inventory or packaging problems. Setia is in no way liable for inventory and packaging problems under any circumstances.